Terms & Conditions

Providing a cleaning service built on trust

By accepting a quote and making a booking either over the phone, by e-mail or our website’s contact forms, you agree to be bound to the following terms & conditions of House Cleaners Ltd (House Cleaners UK Ltd). We are registered in England and Wales under company number 11407673.

Below you can read about the terms and conditions that apply when you book our professional cleaning services.

  1. Information About Us

“The Company”, “We”, “Us” – means House Cleaners Ltd (House Cleaners UK Ltd) registered in England and Wales No. 11407673, registered address: Incubation Centre 2nd Floor, Maclaurin Building, 4 Bishops Square, Hatfield, Hertfordshire, United Kingdom, AL10 9NE. Our email address is: enquiries@housecleanersltd.com.

  1. Definitions

In these Terms of Business, the following definitions apply: 

“The Company”, “We”, “Us” – means House Cleaners Ltd (House Cleaners UK Ltd) registered in England and Wales No. 11407673, registered address Incubation Centre 2nd Floor, Maclaurin Building, 4 Bishops Square, Hatfield, Hertfordshire, United Kingdom, AL10 9NE.

“Cleaner”, “Cleaning Operative” – means the person or firm carrying out cleaning services on behalf of the Company. 

“Your Address” – means the address where you have requested the cleaning service to be carried out.

“Service”, “Regular Cleaning”, “Ironing Service”, “One- Off Cleaning”, “Deep Cleaning”, “Oven Cleaning”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, “After Builders Cleaning”, – means the cleaning services carried out on behalf of the Company. 

“Cleaning Visit” – means the visit to your service address by the cleaner, to carry out the Service.

“Booking” means a booking for services made by you on our website, email or through our customer service telephone number

“Website” means the website located at www.housecleanersltd.com or any subsequent URL which may replace it;

“You/ Your” means a user of our services or potential user of our services.

  1. Service Availability

We service in the UK however restrictions may apply as servicing is dependent on availability of cleaners within your local area. Current service areas can be found on our Areas Covered information page on our website.

  1. Your Status

By placing an order via our website, by email or through our customer service telephone number you warrant that:

  • You are legally capable of entering into binding contracts;
  • You are at least 18 years of age;
  1. Employees
  • All employees arrive in uniform so that they can be identified for your protection.
  • We are a quality professional cleaning service that is fully insured and vetted. All cleaners are thoroughly vetted for our client’s piece of mind and safety.
  • It is our policy that our cleaners do not smoke in your home or surrounding property.
  1. Booking Services
  • Depending on the service you book; the number of cleaners may vary per booking. Please note the number of cleaners attending your property will reduce the duration of your booking.
  • We advise that, prior to the cleaner’s arrival, you remove all items, clothing, toys, etc that may delay the efficient cleaning of the property. This will maximize productivity however, if you prefer that our cleaners, remove these items, we are happy to do so. Please note however that this will reduce the time in which the cleaners will have to provide the service booked for your property.
  • Regular, One-Off and Deep Cleaning services do not include Oven Cleaning, Refrigerator Cleaning, Exterior Window Cleaning, Ironing and Inside Cupboard Cleaning. These may be added to your service, for an additional fee.
  • If you have any irreplaceable, collectable or expensive objects e.g. cash, jewellery, items of sentimental value, we ask that these items be secured or put away to avoid painful accidents.
  • We are not responsible for damage due to faulty or improper installation of items. Please inform us of any items in your home that require this type of attention.
  • We advise you to provide specific cleaning products.
  • Please pass cleaning instructions to our customer service team when placing the booking.
  • Please note we are closed on all UK Bank Holidays.
  • We will contact you when your regular cleaner is taking leave/holiday.
  • We will provide another cleaner within this duration. Please note availability may vary.
  • You must remove all items from the inside of all cupboards, fridges, ovens or any other appliance that is incorporated within the clean. If items are not removed before the arrival of the cleaners, we will refuse to clean said items e.g. cupboard, fridge, wardrobe etc.
  • Customer services must be informed of any changes you make to your booking. Please do not tell the cleaner(s) directly.
  1. Booking Confirmation

It is your responsibility to let us know if any details are incorrect within your booking confirmation or if your booking confirmation wasn’t received. You must inform us of any errors to your booking confirmation or unreceived booking confirmation by 15:00pm the day before the booking. If you fail to inform us before this time, we have the right to cancel and charge you the full price for the booking.

  1. Timing
  • We ask that you give cleaners a 30min window to arrive at the property. On occasion due to unforeseen circumstances e.g. traffic accidents, the cleaner may be unable to arrive at your property on time. Within these circumstances our customer service team will call or email you, in order to inform you of their estimated time of arrival.
  • The customer service team can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of your property. The majority of properties will be completed within our recommended hours however this may vary due to the state and size of the property.
  • Duration may vary; therefore, a degree of flexibility is required.
  • Cleaners are not obligated to wait if you are running late to your booking. However, they may wait up to 10 minutes from the time in which the booking was meant to commence. Please note, this will reduce your overall booking duration.
  1. On Arrival
  • We ask that you ensure that your property is accessible to our cleaners. We will not be responsible for triggering any alarm systems.
  • If you are not at your property when our cleaners arrive, please deactivate your security alarm prior to each scheduled visit, or provide us with a code. If keys are provided, they must open the lock without any special effort or skill.
  • In the event that our cleaners are unable to access your property or if our cleaners are turned away when they arrive (for any reason), you will be charged the full price of the booking, for the service that would have been performed.
  1. Supplies and Equipment
  • You must provide a mop and bucket and vacuum cleaner within the property unless otherwise stated based on the type of service required. All cleaning equipment should be safe and in full working order. We do not provide cleaning supplies for Regular and One-Off Cleaning services. You should follow the checklist of products, that we provide, which can be found on our website, so that cleaners are able to clean efficiently.
  • If products or supplies are missing from the checklist, cleaners have the right to cancel your booking due to inadequate supplies. Please note full payment will still be taken.
  • You must understand that the price quoted over the phone or by email does not include anything apart from cleaning and/or ironing labour. Unless a surcharge has been applied for supplies.
  1. Price and Payments
  • We require full payment by 10:00am, 2 working days prior to your scheduled booking. The booking is not confirmed, until booking confirmation has been sent by us.
  • If you book a recurring service you must save/ add your card details to the payment system, on your first booking with us.
  • Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a booking confirmation.
  • You agree to and authorise the Company to charge your debit/credit card, you have provided to the Company with any outstanding amounts owed to the Company.
  • We reserve the right to adjust our cleaning fees on an annual basis. We will give as much notice as possible whenever this happens.
  1. Deposits Regarding Deep Cleaning, End of Tenancy and After Builders Cleaning Services
  • Deposits are not excepted for Regular and One-Off Cleaning or Ironing Services.
  • When booking a Deep Cleaning, End of Tenancy or After Builders Cleaning service, you can make full payment prior to the date of the booking or pay a 50% deposit, of your overall payment, prior to the date of your booking so that the booking is provisionally held.
  • Full payment must be made by 10:00am, 2 working days prior to the booking.
  • You must note booking confirmation will not be sent until full payment is made.
  • If you fail to pay the final 50%, by 10:00am, 2 working days prior to the booking, we reserve the right to cancel the provisional booking and not refund your deposit.
  • If you fail to inform us that you would like to cancel your provisional booking, by 10:00am with less than 2 working days prior to the booking, we reserve the right not to refund your deposit.
  1. End of Tenancy and After Builders Cleaning Services
  • You must remove all items from the inside of all cupboards, fridges, ovens or any other appliance that is incorporated within the clean. If items are not removed before the arrival of the cleaners, we will refuse to clean said items e.g. cupboard, fridge, wardrobe etc.
  • Our guarantee is applicable only and inclusively for End of Tenancy cleaning service and is not applicable for other services such as After Builders Cleaning, Deep Cleaning or Pre-Tenancy Cleaning.

The Guarantee is valid only if the following conditions and requirements are met:

  • Property must be vacant of tenants during and after the service is carried out.
  • Property must be empty of personal belongings (clothes, suitcases with luggage, cosmetics, etc.)
  • Fridge/freezer must be empty of food and defrosted at least 24 hours beforehand.
  • Any other appliances that require cleaning must be turned off prior to the cleaners arrival. 
  • Property must be vacant after the service is performed and no other work is to be done on the property during the 24-hour guarantee. Only the Landlord and/or the inventory agent should have access to the property in order to check the condition.
  • Images of the property will be taken after the service is carried out.
  1. Carpet Cleaning Service
  • Any rooms which require this service must be free of all furniture and clutter in order for the service to be carried out.
  • Images of the property will be taken after the service is carried out.
  • No rugs will be cleaned during this service.
  1. Modifying and Terminating our Services

We are constantly changing and improving our services. We may add, remove, suspend or stop a service altogether.

If we discontinue a service, where reasonably possible, we will give you reasonable advance notice.

  1. Health & Safety
  • Please secure all pets inside or outside of your property.
  • We cannot be responsible for cleaning up after pets.
  • Children under the age of 18 years old must be supervised by an adult while our staff is within your property.
  • We strongly advise that all cleaning products and appliances are kept out of children’s reach. If you fail to do so, this is at your own risk.
  1. Referrals
  • You will receive 10% off your next cleaning service for referring each new regular client to us. This discount becomes effective after the referred customer’s second cleaning service has been completed.
  • Please note this 10% discount cannot be used in conjunction with any other promotion/offer.
  • We have the right to refuse or cancel discounts or promotions at any time.
  1. Your Satisfaction
  • We strive to exceed your expectations for quality cleaning services. Occasionally and without intention our cleaners may miss something. So, if, after your inspection, you find our cleaners have missed something, please contact us within 24 hours of your booking, so we can correct the issue as soon as possible. Refunds are not offered however we are happy to correct any mistake we make. Requests received by our office after that will be incorporated into your next scheduled clean/service if we provide you with Regular Service. 
  • You must allow the cleaner(s) to return back to the property.
  • You must be present at all times during the recovery-clean. We reserve the right not to return the cleaner(s) more than once.
  • The cleaner or customer service team will immediately notify you of any accidental damage that occurs during a booking. In the event that you find theft/damage in the property as a result of our cleaning service, we ask that you notify us, within 24 hours after your booking. If notification is made past the 24-hour time period, we reserve the right to deny any claim.
  1. Complaints
  • You accept and understand that poor service must be reported within 24 hours from the service date. Failure to do so will not entitle you to a recovery clean.
  • Complaints will initially be accepted verbally, however must be followed up in writing within 24 hours by email. Emails must consist of images to verify said complaint.
  • We may take up to 28 working days to respond to a complaint.
  1. Cancellation by You
  • We reserve the right to charge an admin fee of 20% of the overall booking if you cancel.
  • In the event that a scheduled cleaning service must be changed or cancelled, we ask that you notify us by 10:00am, 2 working days in advance of your booking.
  • If you cancel after 10:00am, with less than 2 working days’ notice or if the cleaner arrives for the service and is unable to gain entry or start the service for any reason, you will be charged the full price of the booking. 
  • For permanent cancellation of any regular service carried out by us, we require that you notify us by 10:00am, 5 working days in advance of your next booking.
  • If you fail to inform us of these changes within the required period, we have the right to charge you the full payment for the service that would have been carried out.
  • Please note that we cannot guarantee that the same cleaner/s will be available on the new day and at the time you may require. Any changes in the cleaning schedule are subject to availability.
  1. Temporary Suspension of Services
  • If you are away from your property for an extended period of time, we request that the cleaning service is re-scheduled just before you leave.
  • If you are away for more than two weeks, your regular cleaning slot may be allocated elsewhere.
  1. Booking Cancellation by Us
  • If you violate any of the Terms and Conditions, your permission to use our services and website will automatically terminate.
  • We reserve the right to cancel any booking without notice or cause.
  1. Insurance
  • We have a £2m public liability insurance policy. There is an excess of at least £250.00, depending on the specific type of claim, which will be at your cost.
  • This policy is only able to cover extreme circumstances, for example, serious injury to the cleaner or severe damage to property such as fire or theft.
  1. Liability

We reserve the right not to be liable for:

  • Cleaning jobs not completed due to the lack of suitable cleaning detergents and/or equipment in full working order, such as hot water, power, lighting or blocked sinks or any other reason.
  • Non satisfactory result from the cleaning services due to you or third party walking on wet floors or using appliances during or shortly after the cleaning process.
  • Third party entering or present at your premises during the cleaning process.
  • Wear or discolouring of fabric becoming more visible once dirt has been removed.
  • Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods.
  • Existing damage or spillage that cannot be cleaned/removed completely using cleaning products, equipment or standard carpet cleaning equipment provided by yourself or us.
  • Any damages caused by faulty or not in full working order products/equipment supplied by you.
  • Any items which require special cleaning methods, products or equipment.
  • This limitation does not include or limit in any way our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
  • We are not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited: to loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; or, waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise.
  • We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your booking and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
  • Nothing in this contract shall exclude or limit your statutory rights.
  • A person who is not a party to this Contract has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Contract.
  1. Events Outside Our Control
  • We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
  • A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock outs or other industrial action; civil commotion; riot; invasion; terrorist attack or threat of terrorist attack; war (whether declared or not) or threat or preparation for war; network wide power outage, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; impossibility of use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; acts, decrees, legislation, regulations or restrictions of any government.
  • Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
  1. Employee Referral Fee
  • You are liable for an employment referral fee of £5000.00 per person, should you directly employ (either legally or on a cash basis) anyone currently employed by the Company. You agree to pay this fee whether you notify the Company of your action or the Company discovers this employment independently at any time after it occurs.
  • You further agree to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.
  1. Our Employees Safety
  • For our cleaner’s safety, they are prohibited from using ladders other than company provided ladders and are instructed to wear shoes in your home.
  • Verbal and physical abuse including discrimination, intimidation or sexual harassment e.c.t. towards our members of staff will not be tolerated under any circumstances and will lead to automatic termination of your booking and future bookings. In the circumstance that a cleaner may feel unsafe within your property, they are allowed to leave at any given time and are advised to call the police. Please note that we are not obligated to refund you within this circumstance. However, a full investigation will commence.
  • You agree to provide a safe working environment for our staff.

We reserve the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above policies change they will be available on our website.

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